ABSTRACT
Customer satisfaction is one of the important factors affecting organizational performance. There are five dimensions to investigate customer satisfaction which are tangible, reliability, responsiveness, assurance, and empathy. Chengdu ReadKing Advertising Decoration Engineering Co., Ltd. was selected as an example to analyze the situation of the five dimensions of customer satisfaction. The purpose of the study is to analyze the customer satisfaction and evaluate the current situation of customer service in 2021. The sample size is randomly 100 customers from Chengdu ReadKing Advertising Decoration Engineering Co., Ltd. A mixed research method combining quantitative and qualitative research was adopted. The descriptive analysis and Multiple Linear Regression were applied with the interview as the quantitative and the qualitative analyses. The result shows that assurance, responsiveness, and empathy are the significant variables which influenced the customer satisfaction. The strongest influence toward the satisfaction is assurance following by responsiveness and empathy respectively.
ABSTRACT
In this study, we investigated whether background information of a visual charity appeal can influence people's motivation to donate and the hypothetical amount donated. Specifically, participants were presented with a charity appeal to help a local hospital respond to the Coronavirus Disease-19 (COVID-19) emergency depicting a man sitting on a bed in a hospital room. The number of visual details (i.e., medical equipment) depicted in the background was manipulated according to three conditions: (1) "High information" condition (i.e., a room full of medical equipment), (2) "low information" condition (i.e., room with few pieces of medical equipment), and (3) "no information" condition (i.e., non-contextual background). We investigated whether the number of visual background details would have increased the tangibility of the cause measured as the hospital's adequate preparedness to deal with the COVID-19 emergency and severity of the patient's medical conditions. We also investigated whether increased tangibility, elicited by a higher amount of background information, would heighten participants' perceived impact of their donation and warm glow, which in turn would have led to increased motivation to donate and the amount donated. We found no significant direct effect of condition on the donated amount. However, path models revealed that more background information positively influenced participants' motivation to donate and the amount donated indirectly through increased tangibility, impact, and warm glow. Finally, we showed that a higher risk perception of COVID-19 was associated with higher donations. Results are discussed in line with relevant literature.
ABSTRACT
PurposeThis vision article alerts service managers to the potential of cognitive computing to reframe their value propositions. Humans are bounded in three ways: perception, rationality and physicality. Cognitive computing, hardware or software that transcends these three limits, offers many opportunities to improve the performance of service systems, in particular those focused on customer engagement. The intangibility spectrum is presented as a mental model for service managers to consider how to use cognitive computing to support augmenting their value proposition by moving across the spectrum.Design/methodology/approachThree frameworks are integrated: a five systems framework, a system's impact classification of types of cognitive computing and a tangibility spectrum.FindingsThree examples illustrate the potential value of this integrative approach for service management.Originality/valueThis is the first integration of these frameworks, and two of them are the result of the first author's research.